Grading conversations on Voyc requires accurate keywords to ensure agents are accommodated and hence graded fairly against the scorecard. If you find the need to update your keywords for better alignment with agent conversations, Voyc allows you to adjust keywords easily. This article will walk you through the process of manually overriding score by linking phrases and updating keywords in your scorecard.

Grading conversations on Voyc provides valuable insights into how agents interact with customers, revealing the various ways they might phrase statements. Voyc allows you to manually override scores, particularly when an agent mentions a phrase differently than how it’s written in the scorecard.

Fortunately, you won't always need to manually override scores on Voyc. The insights gathered from grading can be used to improve scorecard keywords and teach Voyc to account for nuanced scenarios. To do this, start by grading conversations.

While grading conversations on Voyc, you notice that in some instances, agents haven't used the exact phrases or mentioned the keywords associated with them. However, they have used slightly different phrases that still convey the required meaning. The system fails these statements because it doesn't recognise the keywords that match the expected phrases. As shown in the screenshot below, the system has marked the phrase as a Fail because the expected keywords were not found in the transcript.

This image illustrates a phrase not found in the transcript.

Since this is a QA process, you need to verify whether the agent actually mentioned the phrase by examining the transcript.

To verify that an agent has mentioned a phrase, navigate to the transcript and follow these steps:

1. Use the search bar to find the phrase in the transcript.

For example, if the phrase is "Where will you be travelling" enter it into the search bar to see if the agent mentioned it. You can also search for related terms, such as visiting, to check if the phrase was mentioned in the context of inquiring about travel destination.

This GIF illustrates how to search for phrases in the transcript.

2. Link to phrase

If you discover that the phrase is present but the agent has phrased it differently, such as saying "country that you will be visiting" instead of "where will you be travelling", you can highlight the phrase in the transcript and select "Link Phrase". This will update the score from Fail to Pass.

This GIF illustrates how to link a phrase.

Now that you have linked the phrase, the next step is to update your scorecard keywords with the newly linked phrase. This addition helps ensure that agents will be graded fairly against the scorecard in future assessments and reduces the need to manually override scores.

Once you have linked the phrase and it was marked as correct the next is to update your keyword.

Step 1: Copy your scorecard

To copy the active scorecard, start by selecting Manage Channel, then choose Scorecard. On the far right, you'll see a copy icon; click on it to copy the scorecard, allowing you to edit it. A toaster message will appear to confirm that the scorecard was successfully copied. The copied scorecard will be saved under the draft section.

This GIF illustrates how to copy your scorecard

Step 2: Add your keyword

Next, open the copied scorecard, zoom in, and select the group to add new keywords. Scroll to find the option to add keywords and proceed by adding the new keywords.

Step 3: Validate, Publish and activate your scorecard.

You'll need to validate, publish, and activate your scorecard to complete the process. Toaster messages will appear to confirm that you have successfully validated, published, and activated your scorecard with the newly added keyword.

This GIF illustrates how to update your keywords and publish your scorecard.

By implementing these methods to link phrases and update keywords, you can ensure that agents are evaluated accurately and fairly, improving the overall effectiveness of Voyc grading process.